Customer Service Manager

Insight Select

London

Hybrid

GBP 49,500 - 60,500

Full time

14 days+

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Benefits offered by this job

Pension contributions

Healthcare

Dental insurance

Cycle to work scheme

Bonus

Job summary

A leading membership organisation is seeking a Customer Service Manager in London to lead the support and retention team. The role involves developing customer service strategies, mentoring staff, and ensuring high-quality member interactions. The ideal candidate will have over 5 years in customer service, with significant leadership experience. Offered benefits include a competitive salary of £55,000, hybrid working, pension contributions, and healthcare options.

Qualifications

Minimum of 5 years’ experience in customer service or support roles.
At least 3 years in a managerial or leadership position.
Proven track record in managing customer service teams.

Responsibilities

Provide leadership and mentorship to the support and retention team.
Coach and mentor team members to support professional growth.
Engage in member interactions and handle escalations.
Set and monitor individual and team performance metrics.

Skills

Leadership

Coaching and Mentoring

Communication

Customer Service Strategies

Performance Metrics Management

Tools

CRM Systems

Job description

This range is provided by Insight Select. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Insight Select

Recruitment Consultant at Insight Select

Customer Service Manager / London / £55,000 / Hybrid Working

Our client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value-added services.

“We are looking for an experienced individual to lead in delivering exceptional experiences that enhance the organisation’s members satisfaction, loyalty and retention, while streamlining operations in the delivery of our 3-year strategy”

Role and Responsibilities

Provide leadership and mentorship to the support and retention team, fostering a culture of excellence, accountability and continuous learning.
Coach and mentor team members through one-to-ones, quality assurance, and tailored development plans to support professional growth.
Build a cohesive team dynamic by encouraging open communication, cross-functional collaboration, and shared accountability.
Demonstrate a hands-on, member-first approach to leadership by actively engaging in member interactions, handling escalations, and modelling the behaviours and attitudes expected of the team.
Set and monitor individual and team performance metrics aligned with organisational objectives.
Experience in leading, coaching and mentoring diverse teams.
Proven experience in developing and executing customer service strategies that align with business objectives.
Proficiency in using customer service tools and technologies, such as CRM systems.
A minimum of 5 years’ experience in customer service or support roles, with a minimum of 3 years in a managerial or leadership position.
Proven track record in managing customer service teams, improving service delivery, and achieving KPIs.

Package

Basic Salary up to £55,000 + bonus
Hybrid working (3 days in the office)
Excellent Pension up to Personal contribution of 5%, company contribution of 12%
Healthcare, dental, cycle to work scheme and many more!

Seniorities